Katherine O. Roa
Miami,Fl
Summary
Strategic and detail- oriented professional with 7 years of extensive customer service experience and a background in management. Proven track record of meeting and exceeding the highest standards of customer service to enhance overall customer satisfaction, mitigate complaints, and drive sales through effective upselling techniques. Eager to leverage leadership skills to contribute to organizational growth, expand market presence, and build a cohesive and high-performing team.
Overview
7
7
years of professional experience
Work History
Customer Service/ Technician
Body Beautiful Miami
Miami, Fl.
04.2023 - Current
- Assisted in marketing events and served as an ambassador for the company, contributing to brand visibility and customer engagement, resulting in 15-45 new leads per event
- Administered Red Light Therapy customized treatment plans to 6-12 clients per day, based on individual goals, ensuring adherence to established protocols and providing optimal care
- Communicated critical metrics, customer feedback, and updates on each client to the manager, fostering effective team collaboration and developing marketing strategies and sales plans
- Managed databases and scheduling software, inputting new and updated records and relevant information to ensure accurate and up-to-date data
- Installed workstations, integrating 3D imaging, advanced computers, color printers, Red
- Light Therapy Device hardware, routers, and access points, ensuring seamless functionality
- Monitored and resolved networking issues, addressing malfunctions, slow connectivity, or disruptions in internet connection promptly
- Responded to inquiries and concerns, providing comprehensive information about products and services, ensuring customer satisfaction.
Teller
Wells Fargo
Miami, Fl.
09.2022 - 04.2023
- Managed sensitive client data with the utmost confidentiality, ensuring compliance with data protection regulations
- Analyzed customer needs via carefully constructed surveys to develop data entry pitches, resulting in a 20% rate of customer loyalty and retention
- Managed the processing of 60+ daily customer transactions, including deposits, withdrawals, and payments, adhering to operational guidelines and regulations
- Successfully recommended and promoted bank products to meet customer needs, contributing to a 10% increase in sales during the last trimester
- Ensured strict adherence to operational guidelines, rules, and regulations to safeguard both the bank and customers' assets
- Educated customers on online service offerings and mobile apps, facilitating enhanced banking convenience through various self-service channels.
Food Truck Manager
Minga Street Food
Miami, FL
02.2022 - 08.2022
- Conducted 100% of cash and credit transactions utilizing the Clover POS system, ensuring reconciliation with recorded receipt totals
- Managed cash float effectively, maintaining adequate stock levels to support seamless business operations
- Organized invoices to ensure accurate budget alignment, contributing to financial accountability
- Implemented and maintained a system for opening and closing procedures, ensuring operational efficiency
- Developed a menu tailored to the target population and current market trends
- Cultivated long-term customer relationships through exceptional service, engagement skills, and timely issue resolution, resulting in loyal clients and referrals
- Ensured up-to-date licenses and inspections were maintained in accordance with federal requirements
- Established relationships with top product providers, resulting in a 30% reduction in expenses.
Assistant Manager
Latín Café 2000
Miami, Fl.
05.2019 - 02.2022
- Collaborated with the general manager to review, monitor, and manage business data and metrics, ensuring sales goals were met, resulting in selling a minimum of $15,000 every day
- Managed and trained a high-performance team of more than 20 employees on company policies and procedures, use of POS systems, food handling, safety protocols, and customer expectations, resulting in top-notch service delivery
- Assisted in payroll activities, ensuring data entry accuracy and verification of timesheets
- Thrived in a fast-paced retail environment, maintaining a 90% customer satisfaction rate by efficiently handling customer inquiries and processing transactions with accuracy
- Boosted sales 15% by leading daily team meetings to motivate employees, communicate promotions, and share relevant information
- Conducted regular inventory checks twice a week, ensuring accurate stock levels and restocking as needed to maintain operational efficiency
- Served as the store's representative, setting an example for the staff in maintaining high standards of professionalism and service.
Education
Industrial - Engineering
Universidad Nacional de Ingeniería
Skills
- Proficient in: MS Excel, MS Word, Outlook, PowerPoint, Adobe PDF, QuickBooks
- Software troubleshooting
- Bilingual
- Team player
- Service-oriented
- Problem solving
- Management
- Scheduling
- Digital awareness
Languages
Spanish
Native/ Bilingual
Timeline
Customer Service/ Technician
Body Beautiful Miami
04.2023 - Current
Teller
Wells Fargo
09.2022 - 04.2023
Food Truck Manager
Minga Street Food
02.2022 - 08.2022
Assistant Manager
Latín Café 2000
05.2019 - 02.2022
Industrial - Engineering
Universidad Nacional de Ingeniería
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